About

Milkbasket is an E-commerce platform providing milk and grocery at doorsteps. With the vision to offer their customers a seamless customized delivery, and to ensure it happens efficiently, Milkbasket has been rigorously working on sending the updates and information for their customers security and satisfaction.

Problem

A well-established communication channel with customers is a key requirement to ensure better operations. Setting up seamless operations while maintaining a wide range of customer base without a robust and secure communication channel is a challenge. Thus to update users’ for building a strong customer relationship, a real-time communication channel targeting wide reach for mass audience (customers) is required.

Solution

Milkbasket is managing their operations by its website https://milkbasket.com and customer communication efficiently with SMS communications via MSG91 API. With MSG91 APIs and real-time robust system, SMS is delivered to the customers to build communication at different events such as

• Sends SMS on on-boarding with the URL of app and password.
• Sends OTP on login and order to ensure security via SMS.
• Sends updates regarding successful adding of top-up, eligibility for cashback and refunds credit via SMS.
• Updates of Back in stock, cash collection details and service updates to customers via SMS.
• Notifies low/negative balance, issue in payment and unavailability for cash pickup order via SMS.
• Sends latest offers and updates and their timely reminders via SMS.
• Alerts Customers via SMS, when another account of same address already exists.
• Sends acknowledgement of address update and Holiday setup via SMS.
• Sends Orders failure updates via SMS.
• Notifies the customer when not providing service in the required area.

Benefit

As a result, the customer gets updates SMS via a secured channel, making the operations secure, reliable and seamless, which results in a better rapport with the customer and increase in sales.